Front Desk Supervisor

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships.

Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.

Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences.

The Houston Marriott Westchase is one of the largest full-service Marriott hotels in Houston. We offer over 604 renovated guest rooms and more than 40,000 square feet of event space, including the 10,000-square foot Grand Ballroom, two boardrooms and 18 additional meeting rooms. Come join our elite staff of committed hospitality industry professionals and help us deliver best-in-class guest experiences. We are conveniently located off of Beltway 8 and Westheimer. Our friendly and positive atmosphere makes us an ideal place for guests — as well as employees! Find out today what a career at the Houston Marriott Westchase with Pyramid Hotel Group can mean for you!

We are looking for an Experienced Full-Service Hotel Front Desk Supervisor to join our team!

Position Summary: At the Houston Marriott Westchase Hotel t he Front Desk Supervisor is responsible for overseeing the daily operations of the front office, ensuring exceptional guest service and efficient check-in and check-out processes. This role includes supervising front office staff including the front desk agents, telephone operators, managing guest inquiries, and supporting the Rooms Controller and Front Office Management in maintaining high standards of service and operational efficiency.

Required Availability: You must have complete open availability to work any day, both AM and PM shifts, with no scheduling restrictions.

Scheduling: 7:00 AM - 3:30 PM and 3:00 PM - 11:30 PM , Monday - Sunday. The weekly schedule will include various days of the week, and will including both AM and PM shifts, weekends and holidays. Schedules change weekly based on business demands. No overnight shifts will be required.

Specifically, this role is primarily responsible for hotel front office supervisor functions including;

• Actively support Front Office Manager, along with other Front Office leaders, with day-to-day operations, and help identify areas for improvement as needed.
• Knowledgeable of providing guest room information, hotel information, special events happening at the hotel, and the area, to guests in real time.
• Supervise front office operations, ensuring team members follow the required best practices and exceed brand standards, providing training, support, and encouragement.
• Lead by example, providing exceptional customer service always, in a positive and professional manner, by engaging in and taking a sincere interest in all guests.
• Facilitate efficient check-in and check-out processes, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established.
• Stepping in to assist when needed and help to resolve problems and “WOW” guests through service recovery when things aren’t quite right.

This list is not all inclusive, additional job functions will be shared during interviews.

Supportive Functions: The hotel functions seven (7) days a week and twenty-four (24) hours per day. Due to the seasonal nature and business hours of a hotel, candidates must realize it may be necessary to move an employee from their accustomed shift to meet business demands. All associates are expected to perform any other duties as requested by management to support other departments and/or operational requirements .

• Availability to work AM and PM shifts, various weekdays, weekends, and holidays, with no scheduling restrictions.
• Advanced understanding of guest services skills and behaviors.
• Strong organizational and interpersonal skills, along with demonstrated ability to multi-task, adapt and prioritize in a fast-paced work environment.
• Strong communication skills with ability to communicate effectively in the English language, both verbally and in writing.
• Ability to initiate and organize required task independently, making decisions based on guest needs, established brand standards and hotel policies.
• Able to effectively communicate with guest about their concerns with empathy and professionalism to deescalate complaints, collect accurate information, and successfully resolve concerns.
• Able to be effective in identifying issues where services may be falling short in guest needs, providing thoughtful guidance and solutions as they arise.
• Capable of remaining in a standing position, either stationary or walking, for duration of 8-hour shift.
• Positions self to raise, lower, and extend arms to perform essential job functions.
• Ability to lift and carry up to 15 lbs. regularly.
• Knowledge and experience using Microsoft Office Suite Products.
• Able to identify and respond quickly to safety concerns and emergency situations.

Experience

• Minimum Three (3) years experience in a hotel front desk agent role.
• Minimum Two (2) years of experience in a front office supervisor or management role in a full-service hotel is required.
• Experience using hotel management software or other relevant programs/technology, preferrably FSPMS.
• Degree in hospitality or related field preferred.

Excellent Benefits!

Joining Pyramid Global Hospitality offers a range of enticing benefits, including but not limited to:

• Exclusive Marriott and Pyramid Global Hospitality hotel discounts worldwide at our award-winning hotels.
• Mental wellbeing support for you and your loved ones
• 401k after 90 days, with a company match
• Performance-based incentives and bonuses
• Generous paid time off
• Professional guidance and support
• Competitive health, dental, and vision insurance plans
• Pet insurance for your furry companions
• Skill-enhancing job training
• Company-paid and Optional Life and Accidental Insurance
• Supplemental Accident, Critical Illness and Hospitalization Plans
• Employee Assistance Program (EAP)
• Health Flexible Spending Account (FSA)

If you are passionate about working in a collaborative team environment with a chance to grow your hospitality career, we invite you to apply for the Front Office Supervisor position at Pyramid Global Hospitality. Join us and be a part of our journey to make hospitality better!

Houston Marriott Westchase Hotel and Pyramid Global Hospitality is an equal opportunity employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color, national origin, gender (including pregnancy), age, religion, disability, sexual orientation, or veteran status, or any other status or characteristic protected by law.